CoLab Job Board

Technical Support Specialist
St. John's, Newfoundland and Labrador, Canada

Description

We are looking for an experienced Technical Support Specialist to join our growing team. In this role, you will be the initial technical point of contact for our customers who need guidance troubleshooting technical issues while using CoLab. Our customers will count on you to provide timely and accurate solutions to their technical problems. In addition to this, you will actively work with our development team to implement bug fixes and ship them to customers.

We’re on the hunt for a special set of skills. Someone who wants to take their deep technical expertise and help solve customer problems. In this role you will be the bridge between our users, our customer success team and our development team, by fielding support requests, investigating issues, analyzing data and working with our dev team to implement fixes. The customer experience is extremely important to us and this role will help facilitate positive experiences for our customers in every interaction.

Responsibilities

  • Provide help and answers to customers' technical issues by identifying the problem, researching answers and providing guidance
  • Respond to customer support requests across a number of channels; triage technical issues and escalate as appropriate
  • Work with our Development, QA and Release teams to implement bug fixes and ship them to production
  • Support the development of effective onboarding and training programs as well as other adoption and usage programs in consultation with the team
  • Collect customer product requests and contribute to development prioritization
  • Provide ongoing recommendations and serve as the voice of the customer to internal teams
  • Work with the team to actively build and evolve the customer support process as we grow

Requirements

  • Experience with Javascript and Javascript frameworks such as React, Angular & Vue
  • Experience with Python and Python web frameworks such as Flask & Django
  • Adeptness for brainstorming solutions to technical problems and providing high-level guidance with implementation
  • Exceptional interpersonal skills with a broad range of external and internal teams
  • Ability to communicate effectively via phone, web conference, and in writing
  • Ability to thrive in a highly ambiguous environment - startup experience is a major plus

Closing Date: June 18, 2021

Know someone who would be a perfect fit? Let them know!